The player from India had difficulties withdrawing 20620 rupees from 1win casino. After he had submitted all documents for verification, the casino had blocked his account, citing rule no. 9.7 as the reason, despite him having played live games without using any bonuses. The Complaints Team had engaged with both the player and the casino to better understand the situation. The casino eventually agreed to refund the player's balance and stated that the funds had been sent. However, the lack of confirmation from the player led to the complaint being rejected.
1win Casino - Player's withdrawal is withheld and account has been blocked.
Amount: 20,620 INR
1win Casino
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Hello Casinoguru
I used to play 1win casino many days ago and a lot.Suddenly they paid me a some payment and withheld 20620 rupees.And when I asked, they told me to contact support, after I contacted them, they asked me for documents and after I sent all those documents, after a few days, they blocked my account saying no rule no 9.7,In that I did not use any kind of bonus and I played live casino games, so my humble request to casinoguru is to refund my money from 1win.
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1 year ago
Dear VeerPatel69,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What live dealer games did you play to accumulate your current balance in the casino?
- Could you please send me the email in which the casino informed you about their decision to block your account? My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Hello Tomas
I am playing 1win casino 1-2 months before they blocked my account, they block my account in April 2023 , that email in spam folder so it was deleted automatically after 30 days , I am playing speed Baccarat,bac-bo,one day Teen patti.
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1 year ago
Thank you very much, VeerPatel69, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear VeerPatel69,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite 1win Casino to join the conversation.
Dear 1win Casino,
Can you please provide more information on why the player's account is blocked and the withdrawal was not processed? Please forward any supporting evidence of the potential player breaches to me at michal.k@casino.guru
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1 year ago
Translation
Good afternoon
Dear VeerPatel69 , please provide the details for the refund of the amount remaining on the balance.
Is it possible to send a crypto wallet in the TRC or ERC networks?
Sincerely, 1win team.
Automatic translation:
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1 year ago
Translation
Good afternoon
The refund will be sent shortly, we will inform you about this in a public dialogue.
Best regards, 1win team.
Automatic translation:
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear VeerPatel69,
Have you received the refund from 1win Casino? Can we consider your complaint to be resolved?
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1 year ago
Hello
I don't receive my refund yet,they had told to give refund but still haven't given refund yet ,many days passed while doing this , please tell them to give the refund immediately.
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1 year ago
Translation
Good afternoon
The process takes some time, funds will be sent soon. Hope for understanding.
Best regards, 1win team.
Automatic translation:
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1 year ago
Hello
For how many days have I been hearing only that it will be sent soon ?You asked me to return the money and why are you taking so much time ?
Give me my money back quickly please.
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1 year ago
Dear VeerPatel69,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Dear VeerPatel69,
Although it seems as though this issue has been clarified and the refund has been sent from the casino to you, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this complaint.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
